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nice ticketing tool but sometimes hard to customize
What do you like best about the product?
easy to use by the users. nice interface
also the analytics and admin sections are useable without knwoledge or programming skills. pretty intuitive to set up rules and workflows.
also the analytics and admin sections are useable without knwoledge or programming skills. pretty intuitive to set up rules and workflows.
What do you dislike about the product?
customization is an issue in Freshservice. We want to customize more but run into blockers a lot.
also the analytics miss some parameters we would like to check on. Also the user interface is made to be easy to use but compromises have been made on the data you can collect.
also the analytics miss some parameters we would like to check on. Also the user interface is made to be easy to use but compromises have been made on the data you can collect.
What problems is the product solving and how is that benefiting you?
customers can raise tickets to our support, planning and orderdesk teams for all their questions/orders/issues
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It has very attractive user interface, easy to use, good analytical and reporting structure
What do you like best about the product?
It gives us good insight into the data which can be used for customer presentation and for management insights
What do you dislike about the product?
Live dashboards are not providing more insight of ticket data, we have to create report analytics for the more insights
What problems is the product solving and how is that benefiting you?
Centralised data management, Easy customer interaction, Secure and safe for storing customer data
World best ticketing tool
What do you like best about the product?
I really love Freshservice features like easy-to-log-in, design, security, dashboard, Customer support and assign ticket tracking.
What do you dislike about the product?
In my own words, I think it's a little costly compared to others ticketing tools.
What problems is the product solving and how is that benefiting you?
Freshservice customer support is always ready to help your valuable customer. he resolves all types of queries on sort spend on time. We also automate a lot of repetitive tasks.
The ticketing solution (not a platform)
What do you like best about the product?
Freshservice is highly configurable yet is completely an out of the box solution. Most small to medium sized companies do not have the resources to pay for resources needed to build a soloution from platforms like Ivanti or ServiceNow. That being said Freshservice can offer a very similar service with no coding requirements needed. Given that it costs us less to run Freshservice but still have a soloution that is useful to the company.
What do you dislike about the product?
There are some limitations to not being able to build the tool you are looking for from scratch. Therefore you do come across situations where you have to make sacrifices in terms of customization that you were used to previously with other tools. That being said Freshservice comes closer than any other tool to giving you all the tools and features you need to make anything you want without an expert or developer support.
The only other thing I must point out directly is that the slack/Freddy integration is terrible. They say it is still in beta but expect you yo pay a premium for it. I have to say it doesn't come close to any other competitor in terms of usefulness or features. I would really prefer them to modernize the slackbot to be more like Halp or closer to Moveworks as it just completely useless in its current form.
The only other thing I must point out directly is that the slack/Freddy integration is terrible. They say it is still in beta but expect you yo pay a premium for it. I have to say it doesn't come close to any other competitor in terms of usefulness or features. I would really prefer them to modernize the slackbot to be more like Halp or closer to Moveworks as it just completely useless in its current form.
What problems is the product solving and how is that benefiting you?
Our freshservice account is used as a one stop shop for all our company needs including HR, information security, analytics, customer privacy, and facilities.
We have been able to centralize help services to which previously support was scattered using different services and methods. This has saved us time and money in this way.
We have been able to centralize help services to which previously support was scattered using different services and methods. This has saved us time and money in this way.
Amazing experience
What do you like best about the product?
Very user-friendly, I don't remember having to ask for help since I started working with freshservice. This is the best cloud-based IT Help Desk and service management solution I have found.
What do you dislike about the product?
At the moment I haven't found anything that I dislike about it.
What problems is the product solving and how is that benefiting you?
We tried using a lot of service management solutions without success. Now we can actually follow the tickets with ease. It utilizes robust processes like incident management, problem management, change management, asset management, and service catalog management to streamline IT service delivery
The most user-friendly and features rich ITSM tool I've ever used
What do you like best about the product?
Fresh Service is easy to use and has many standard features, which other providers would charge more for. It is genuinely an ITOM tool, not just an ITSM tool. I love that I can get tools\ to run the whole IT dept. from.
What do you dislike about the product?
The SaaS and inventory management portions could use a little more love and care. It is not the easier to search and pull reports from. It does the job, but it could benefit from some updates.
What problems is the product solving and how is that benefiting you?
It is great for an SMB business as it is the only tool you need to run your whole IT Operation: Service Catalog, Problem, Incident, Change, and Service Request Management, Alerting, On-call, Knowledge Base, Workflows and integrations, and so much more.
My experIence in Freshservice
What do you like best about the product?
It feels like you are entering a free unlimited zone of functionalitys and features, the thing i like the most is that its open for the admins imagination and can live up to every IT Admin requirement
What do you dislike about the product?
To be frankly honest there is nothing i "dislike" i just wish if the support level would be faster and if possible have a full documentation of new system features
What problems is the product solving and how is that benefiting you?
A ticketing system for all my companys departments with flexible workflows help the company to adjust the system based on their needs and specific requirements
Freshservice - A Quickly Evolving Service Desk Product
What do you like best about the product?
Over my IT Career, I've had opportunity to work with a variety of service desk systems. From solutions as simple as trying to keep track of emails hitting my mailbox directly, to free solutions like Spiceworks, and a few paid products along the way (ZenDesk, EasyVista, and others).
Freshservice does a great job living up to the "Fresh" portion of their name. With a ton of options for Integration with other products, a comprehensive end-to-end "Single Pane of Glass" system for tracking all of your assets (hardware, services, the systems that POWER those services, software, and more), alerts, automations, trackers for Changes, Releases, and Problems, and more - Freshservice can really help keep track of everything you need to manage not just your IT Services, but company-wide services like HR, Accounting, Facilities, and more.
As a company they're also very responsive to customer feedback. While development takes time and new requests have to be slotted into their roadmap - we are new-ish customers (not quite a full year using the product), and a few items we've asked for are already showing on the roadmap for the coming months.
Freshservice does a great job living up to the "Fresh" portion of their name. With a ton of options for Integration with other products, a comprehensive end-to-end "Single Pane of Glass" system for tracking all of your assets (hardware, services, the systems that POWER those services, software, and more), alerts, automations, trackers for Changes, Releases, and Problems, and more - Freshservice can really help keep track of everything you need to manage not just your IT Services, but company-wide services like HR, Accounting, Facilities, and more.
As a company they're also very responsive to customer feedback. While development takes time and new requests have to be slotted into their roadmap - we are new-ish customers (not quite a full year using the product), and a few items we've asked for are already showing on the roadmap for the coming months.
What do you dislike about the product?
For all that Freshservice is making very timely implementation of new services and features, some of their existing implementations can feel a bit forgotten - or be left with limitations that can be difficult to understand how certain decisions were made.
One example is the purchase order system - which only allows for 15 line items to be tied to a purchase order.
Freshservice support and success agents can also be very hesitant to offer up any sort of "Best Practice" guidelines - often responding to "Should we do things or " questions with a well-intentioned, but sometimes frustrating "Whichever way you think is best."
One also need not look too deeply to find a few inconsistent UI/UX experiences. If you add time to tickets - the "stopwatch" feature has "Start" and "Stop" text. If you do the same in a Change Item - it's a stopwatch that toggles red/green.
These aren't show-stoppers... but they do marr the experience a fair bit.
While Freshservice has implementation and customer success experts - we are investigating (and I recommend) Freshservice Partners to help consult and implement portions of the product. We expect that partners will have their own recommended Best Practices as a Value-Add for their services.
Lastly, Freshservice does a great job of documenting how to enable features... but we do find their documentation on how to use a feature once its enabled to be pretty lacking.
One example is the purchase order system - which only allows for 15 line items to be tied to a purchase order.
Freshservice support and success agents can also be very hesitant to offer up any sort of "Best Practice" guidelines - often responding to "Should we do things
One also need not look too deeply to find a few inconsistent UI/UX experiences. If you add time to tickets - the "stopwatch" feature has "Start" and "Stop" text. If you do the same in a Change Item - it's a stopwatch that toggles red/green.
These aren't show-stoppers... but they do marr the experience a fair bit.
While Freshservice has implementation and customer success experts - we are investigating (and I recommend) Freshservice Partners to help consult and implement portions of the product. We expect that partners will have their own recommended Best Practices as a Value-Add for their services.
Lastly, Freshservice does a great job of documenting how to enable features... but we do find their documentation on how to use a feature once its enabled to be pretty lacking.
What problems is the product solving and how is that benefiting you?
Freshservice replaces another ITSM/Service Desk product that was just... not sufficient for our needs or use case.
While we initially "only" activated the Service Desk portions of Freshservice (Service Requests and Incidents) - we're working to adopt more and more features, such as IT Asset Management, On-Call Schedules, IT Operations Management, and the new Major Incident Management systems.
The ability to manage all of these previously disparate items in a single product has been terrific.
While we initially "only" activated the Service Desk portions of Freshservice (Service Requests and Incidents) - we're working to adopt more and more features, such as IT Asset Management, On-Call Schedules, IT Operations Management, and the new Major Incident Management systems.
The ability to manage all of these previously disparate items in a single product has been terrific.
Excellent and best ticketing tool
What do you like best about the product?
Freshservice has allowed our IT department to make it easy for users and different parts of the company to submit tickets to various departments in one platform. The reporting features are also nice.
What do you dislike about the product?
There is nothing I dislike about Freshservice. I am not just saying that here either. The team there at Freshservice is always informing of updates and always available if we need to change something to fit the needs of the business.
What problems is the product solving and how is that benefiting you?
Freshservice lets us get much-needed data to pinpoint any issue causing the company's inefficiencies. We can find bottlenecks and frequency and better locate any trending.
Simplifying customer support with work tickets and system inventory
What do you like best about the product?
Freshservice has an intuitive and user-friendly interface, making it incredibly easy to navigate and operate. Even for users with limited technical expertise, the system offers straightforward ticketing and inventory management features that can be quickly adopted.
What do you dislike about the product?
I highly recommend this software to organizations seeking to streamline support processes and optimize inventory management for maximum productivity. The app needs easier-to-find filters while searching for support tickets and inventory.
What problems is the product solving and how is that benefiting you?
Freshservice provides our users a solution database that helps them navigate the most commonly requested setups. We have continued to develop an improved self-help system that enables our new users to learn on their own.
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